Customer Insights for Action and Profit: Meeting Proceedings

The May 2003 Conference Customer Insights for Action and Profit generated great discussion and substantive sharing. From company listening posts to market research, to performance measurement, there was an emphasis of maximizing customer participation. The meeting report includes anecdotes, lessons learned, select slides, quotes, group discussions, insights, key take-aways, organizational progress assessment and a list of attendee-recommended resources.

Featured case studies included the following:

• Yankelovich Partners, Inc., kicked off the meeting by sharing longitudinal survey data from their annual survey, MONITOR, which captures voice of the customer over time.
• Nationwide and Sensory Logic gave us a glimpse of the future of marketing—how we can deploy innovative technologies like facial coding and biofeedback to complement voice of the customer with visceral customer response.
• Wal-Mart shared its case study in operational excellence
• Thomson’s West Group provided a detailed overview of how it operationalized the customer experience
• UPS delivered a presentation revealing how voice of the customer informed its current synchronization initiative.
• Hewlett-Packard answered numerous questions regarding its Total Customer Experience and Quality initiatives.
• Concentra Solutions shared some of its perspectives in regards to the implications of outsourcing and off-shoring on quality.

• Different methods of customer communication
• Making sense of customer feedback
• Integrating listening posts throughout a company
• Success in capturing and using customer insight

Industries Profiled:
Insurance; Health Care; Professional Services; Financial Services; Computer Hardware; Computers; High Tech; Consulting; Telecommunications; Manufacturing; Energy; Shipping; Logistics; Pharmaceutical; Publishing; Media; Retail


Companies Profiled:
Concentra; Nationwide Insurance; Hewlett-Packard; Best Practices LLC; Siemens; Sensory Logic; UPS; Thomson; Wal-Mart; closerlook; Yankelovich

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